Role & responsibilities

- Monitor and manage customer queries, complaints, and escalations across social media channels. Respond to customers professionally within defined SLAs/TATs.
- Investigate issues and coordinate with internal stakeholders for resolution.
- Take end-to-end ownership of customer cases until closure. Ensure positive customer experience while protecting brand reputation.
- Identify potential reputation risks and escalate critical cases promptly. Maintain accurate case records and prepare periodic reports. Adhere to quality, compliance, and regulatory guidelines in all customer interactions.

Preferred candidate profile

- Excellent written and verbal communication skills. Strong customer service and escalation-handling abilities.
- Problem-solving and analytical mindset.
- Ability to work in a fast-paced setting and manage multiple cases simultaneously.
- Good stakeholder management and coordination skills.
- Proficiency in MS Office and ticketing/CRM platforms.




- Experience in Social Media Support, Online Reputation Management (ORM), Customer Service, or Escalation Management.
- Strong understanding of social media platforms such as X (Twitter), Facebook, Instagram, LinkedIn, and review forums.
- Ability to draft customer responses with empathy while maintaining brand tone and compliance requirements.
- Knowledge of customer grievance redressal processes and regulatory requirements, preferably in BFSI/Fintech.
- Data analysis and reporting skills to identify trends, recurring issues, and reputation risks.
- Experience working with social listening and social media management tools.
- Ability to handle high-impact, sensitive, and reputation-critical escalations. Strong attention to detail and decision-making capabilities.

📌 Walk-in || Customer Service Executive (Delhi)
🏢 Kochar Infotech
📍 Delhi